Relational fragility, development and an emerging self: service user views of engaging in an IIRMS in the OPD pathway

2019 ◽  
Vol 21 (3) ◽  
pp. 169-179
Author(s):  
Sue Ryan ◽  
Frances Gordon ◽  
Neil Gordon
Keyword(s):  
Service User ◽  
Service Providers ◽  
Readiness To Change ◽  
Management Service ◽  
Content Type ◽  
Intensive Intervention ◽  
Interpersonal Difficulties ◽  
Self Service ◽  
User Perspectives ◽  
Practical Implications

Purpose The purpose of this paper is to gain an in-depth view into how participants perceived their experience of engaging in an enhanced Intensive Intervention and Risk Management Service (IIRMS), which is a part of the Offender Personality Disorder (OPD) pathway based within the community. Design/methodology/approach Five participants were interviewed. They were at different points of engagement with the service. Interviews were taped, transcribed and analysed using the grounded theory methodology. Findings Participants were able to provide in-depth reflections about their experiences at the service. The main issues centred upon “managing fragile relationships” and “an emerging self”. Subcategories linked to managing fragile relationships were: “letting people in and keeping them away”; “surviving the ruptures”; and “treating me like a person”. Subcategories linked to an emerging self were: “readiness to change” and “making new connections”. Research limitations/implications This study focused upon one enhanced IIRMS and findings are not necessarily generalisable to other services within the OPD pathway, although themes are likely to resonate for those leaving custody with complex interpersonal difficulties. Practical implications This study has provided access to participants’ perspectives on engaging with an IIRMS. Many factors impact upon the individual’s journey, which is central to the relational approach underpinning the pathway. Originality/value The findings have important messages for service providers and commissioners and crucially service user perspectives have been obtained that are integral to future development of the OPD pathway. The findings are also relevant for released prisoners attempting to reintegrate within the community.

Aging and the preference for the human touch

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ruomeng Wu ◽  
Meng Liu ◽  
Frank Kardes
Keyword(s):  
Human Service ◽  
Design Methodology ◽  
Service Providers ◽  
Experimental Studies ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Willingness To Use ◽  
Effect Of Age ◽  
Practical Implications

Purpose This paper aims to investigate the effect of chronological age on the likelihood to choose a service provider with technological machines versus humans in the context of services. Design/methodology/approach Two experimental studies were used to collect data. In both experiments, scripts were devised to depict a food ordering situation. The studies, each of which represents two between-subject conditions, were presented to a total of 312 participants. Findings The results of studies show that as age increases, consumers show a higher visit likelihood with human servers as compared to self-ordering machines. This effect emerges because as age increases, people find it more comfortable and convenient to order from human servers. Nevertheless, when a self-ordering machine is the only option, older and younger people find it equally comfortable and convenient. Research limitations/implications This research indicates that as age increases, consumers tend to choose human servers. However, age does not impact willingness to use technology when human service is not available. A limitation of our research is that we look at food ordering contexts only. Another limitation is that most participants were between 18 and 60 years of age. Practical implications With a better understanding of the effect of age on preference for service types and the reason behind it, this research helps implement and manage service technologies that may elicit favorable judgments and decisions from consumers. Originality/value It demonstrates how, when and why age affects the intention to visit service providers that adopt self-service technologies. This research suggests that as age increases, consumers like human service better, but they do not resist self-service technology.

User categories of mobile travel services

2014 ◽  
Vol 5 (1) ◽  
pp. 17-30 ◽  
Author(s):  
Niklas Eriksson
Keyword(s):  
Online Survey ◽  
Service Providers ◽  
Mobile Services ◽  
Individual Characteristics ◽  
Online Data ◽  
Content Type ◽  
Travel Services ◽  
Online Data Collection ◽  
Barriers To Use ◽  
Practical Implications

Purpose – This study aims to identify user categories of mobile travel services and analyze the differences between the categories based on individual characteristics, the individuals' perceived barriers to use internet-/mobile services during a trip and the individuals' preferred channel strategies. Design/methodology/approach – An extensive online survey in Finland was conducted to collect the data and a cluster analysis is used to identify the user categories. Findings – The study indicates that there are four user categories of mobile travel services: “info-seekers”, “checkers”, “bookers” and “all-rounders” and one group of “non-users”. Research limitations/implications – Due to the online data collection method and the self-selective process, the sample may be biased towards respondents finding electronic travel services important. It would be of value to conduct similar studies on a representative sample of the total population of different countries. Practical implications – The identified categories can be seen as consumer segments for which travel service providers can target mobile services. Originality/value – This study contributes with a categorization of mobile travelers and provides insights on the diffusion of mobile travel services.

Reducing transportation emissions

2016 ◽  
Vol 23 (3) ◽  
pp. 674-703 ◽  
Author(s):  
Henrik Pålsson ◽  
Ola Johansson
Keyword(s):  
Service Providers ◽  
Freight Transportation ◽  
Industrial Sector ◽  
Content Type ◽  
Logistics Service Providers ◽  
Minor Influence ◽  
Transportation Emissions ◽  
Reduce Emissions ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the intention of companies to reduce transportation emissions by 2020 and the barriers and the discriminating factors that affect the reduction. Design/methodology/approach – A literature review identified potential logistical and technical actions and their barriers, and discriminating factors for reducing transportation emissions. A survey of freight transport-intensive industries in Sweden examined the effects of, intention for implementation of and barriers to 12 actions to reduce CO2 emissions from freight transportation. In total, 172 logistics managers responded, representing a response rate of 40.3 per cent. Findings – Logistics service providers (LSPs) and freight owners are likely to reduce a considerable amount of CO2 emissions from freight transportation by 2020 using a combination of actions. The lowest level of confidence was for reducing CO2 emissions by changing logistics structures, while there was greater confidence by means of operational changes. The actions have few barriers, but there is often a combination of barriers to overcome. Three discriminating factors influence the intention of a firm to reduce transportation emissions: perceived potential, company size and LSP/freight owner. The industrial sector of a freight owner has minor influence. Companies that are particularly likely to reduce emissions are LSPs, large companies, and those that perceive a large reduction potential. Research limitations/implications – Logistical and technical barriers appear to hinder companies from implementing actions, while organisational barriers and external prerequisites do not. Barriers cannot be used to predict companies’ intentions to reduce transportation emissions. The authors examined the impact of three discriminating factors on reduction of transportation emissions. The research is based on perceptions of well-informed managers and on companies in Sweden. Practical implications – The findings can be used by managers to identify firms for benchmarking initiatives and emissions-reducing strategies. Originality/value – The study provides insights into intended CO2 reductions in transportation by 2020. It presents new knowledge regarding barriers and discriminating factors for implementing actions to reduce transportation emissions.

FATCA violation underlies latest US tax and securities fraud charges

2015 ◽  
Vol 16 (1) ◽  
pp. 74-76
Author(s):  
Miriam Fisher ◽  
Brian McManus
Keyword(s):  
Law Enforcement ◽  
Service Providers ◽  
Task Force ◽  
Tax Compliance ◽  
Financial Fraud ◽  
Securities Fraud ◽  
Content Type ◽  
The Impact ◽  
First Time ◽  
Practical Implications

Purpose – To explain the details and implications of a September 9, 2014 federal indictment, US v. Robert Bandfield, the first time a Foreign Account Tax Compliance Act (FATCA) violation has been charged as an “overt act” in furtherance of a tax conspiracy and securities fraud. Design/methodology/approach – Provides background, including the enactment of FATCA and the details of the indictment; describes an undercover investigation conducted by President Obama’s Financial Fraud Enforcement Task Force; and discusses the warnings this indictment sends to the global financial community. Findings – The indictment confirms the coordinated and aggressive tactics US law enforcement is now employing to investigate and prosecute offshore financial fraud. Practical implications – Banks and financial service providers need to be aware of the impact of enhanced US regulatory obligations and implement appropriate compliance measures. These institutions must also remain sensitive to risks presented by unscrupulous customers. Finally, they must be ready to manage appropriately information-gathering and investigatory inquiries originating with US authorities. Originality/value – Practical guidance from experienced tax controversy lawyers.

Suspecting service overprovisions: how market signals help restore personal control and reduce decision deferrals

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Subimal Chatterjee ◽  
Debi P. Mishra ◽  
Jennifer JooYeon Lee ◽  
Sirajul A. Shibly
Keyword(s):  
Process Model ◽  
Service Providers ◽  
Personal Control ◽  
Poor Quality ◽  
Mediation Process ◽  
Content Type ◽  
Quality Signal ◽  
Market Signals ◽  
Quality Signals ◽  
Practical Implications

Purpose Service providers often recommend unnecessary and expensive services to unsuspecting consumers, such as recommending a new part when a simple fix to the old will do, a phenomenon known as overprovisioning. The purpose of this paper is to examine to what extent consumers tend to defer their decisions should they suspect that sellers are overproviding services to them and they cannot prevent the sellers from doing so (they lack personal control); and how proper market signals can mitigate such suspicions, restore personal control and reduce deferrals. Design/methodology/approach The paper conducts three laboratory experiments. The experiments expose the participants to hypothetical repair scenarios and measure to what extent they suspect that sellers might be overproviding services to them and they feel that they lack the personal control to prevent the sellers from doing so. Thereafter, the experiments expose them to two different market signals, one conveying that the seller is providing quality services (a repair warranty; quality signal) and the other conveying that the seller is taking away any incentives their agents (technicians) may have to overprovide services (the technicians are paid a flat salary; quantity signal). The paper examines how these quality/quantity signals are able to reduce overprovisioning suspicions, restore personal control and reduce decision deferrals. Findings The paper has two main findings. First, the paper shows a mediation process at work i.e. suspecting potential overprovisioning by sellers leads consumers to defer their decisions indirectly because they feel that they lack personal control to prevent the sellers from doing so. Second, the paper shows that the quantity signal (flat salary disclosure), but not the quality signal (warranty), is able to mitigate suspicions of overprovisioning, restore personal control and reduce decision deferrals. Practical implications The paper suggests that although buyers may rely on quality signals to assure them of superior service, these signals do not guarantee that the quantity of service they are receiving is appropriate. Therefore, sellers will have to send a credible quality signal and a credible quantity signal to the consumers if they wish to tackle suspicions about service overprovision and service quality. Originality/value The paper is original in two ways. First, the paper theorizes and tests a mediation process model whereby quality/quantity signals differentially mitigate overprovisioning suspicions, restore personal control and reduce decision deferrals. Second, the paper speaks to the necessity of expanding the traditional signaling literature, designed primarily to detect poor quality hidden in the products/services of lower-quality sellers, to include detecting/solving overprovisioning often hidden in the services provided by higher-quality sellers.

When service providers fail: outsourcing help and consumer attitudes

2018 ◽  
Vol 39 (5) ◽  
pp. 22-30
Author(s):  
Aaron Gazley ◽  
Hamish Simmonds
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Home Country ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Consumer Ethnocentrism ◽  
The Impact ◽  
Practical Implications ◽  
Delivery Channel

Purpose The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach An experiment was designed using a series of service recovery scenarios that manipulated whether the recovery effort was conducted by an in-house/outsourced or local/offshored party. Findings The study shows that while outsourcing service recovery within the home country has no effect on loyalty, outsourcing to an offshore location does. In addition, the effect of offshoring of loyalty is greater for consumers who hold ethnocentric tendencies. Practical implications This research suggests the need to consider the delivery channel of service recovery to recover a service failure and retain customer loyalty. The results show that outsourcing within a local country may be effective, but the risks associated with offshoring are much greater. Originality/value Despite previous attempts to understand outsourcing and offshoring in a range of service scenarios, their role in service recovery is not well understood. Similarly, the impact that ethnocentrism might have on this process is overlooked. This paper therefore responds to calls within business theory, practice and consults for further study in this under-researched area.

Understanding the differences of public and private self-service technology

2014 ◽  
Vol 28 (1) ◽  
pp. 60-70 ◽  
Author(s):  
Joel E. Collier ◽  
Daniel L. Sherrell ◽  
Emin Babakus ◽  
Alisha Blakeney Horky
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Public And Private ◽  
Content Type ◽  
Private And Public ◽  
Self Service ◽  
Self Service Technology ◽  
Individual Self ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology. Design/methodology/approach – Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings. Findings – The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology. Practical implications – For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer. Originality/value – By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

Caring relationships and efficient social care provision

2015 ◽  
Vol 35 (5/6) ◽  
pp. 419-436 ◽  
Author(s):  
Sue Hollinrake ◽  
Will Thomas
Keyword(s):  
Older People ◽  
Service Providers ◽  
Care Provision ◽  
Care Providers ◽  
Budget Cuts ◽  
Caring Relationships ◽  
Content Type ◽  
Support Mechanism ◽  
Practical Implications ◽  
Insight Into

Purpose – The purpose of this paper is to understand the nature of support that helps older people continue living in their own homes for as long as they wish to. Design/methodology/approach – The research made use of a participatory approach in which service users, service providers and commissioners were involved in the design of the approach in addition to contributing to the research as participants in their own right. Findings – This paper presents analysis from the research which focuses on the importance of caring relationships for providing a support mechanism. The authors question whether budget cuts and efficiency drives within statutory care providers preclude the notion of caring relationships. Practical implications – The authors suggest, in the light of the evidence presented, that statutory service providers should acknowledge the role that caring relationships play in providing support for older people. Whilst budget cuts make providing support for caring relationships more challenging, the authors suggest that there is scope for delivering services and support in ways which promote the types of interactions which better support older people living independently. Originality/value – The analysis presented here provides a distinctive, timely and thoughtful insight into support for older people at a time when public sector budgets are under increasing pressure.

The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cristina Mele ◽  
Tiziana Russo-Spena
Keyword(s):  
Qualitative Method ◽  
Service Providers ◽  
Customer Engagement ◽  
Theory Approach ◽  
Customer Journey ◽  
Content Type ◽  
Smart Technologies ◽  
Grounded Theory Approach ◽  
Practical Implications ◽  
Dynamic Interplay

Purpose This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies. Design/methodology/approach The research adopts a qualitative method using a grounded theory approach involving leading players in digital customer solutions and service providers from different industries. Findings The shaping of the architecture of the phygital customer journey comes from the interplay between systems of insights and systems of engagement activated by multiple customer-provider interactions in an entanglement of physical and digital contexts. Practical implications Companies need to design a blended approach to bridge disconnected contexts, capture new opportunities and provide customer engagement along the entire journey. Originality/value This study depicts the “phygital customer journey” under systems of insights and systems of engagement: These systems operate as dynamic architectures to capture insights and engage customers.

Factors affecting Canadian credit unions' financial performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eman Almehdawe ◽  
Saqib Khan ◽  
Manish Lamsal ◽  
Angèle Poirier
Keyword(s):  
Panel Data ◽  
Financial Performance ◽  
Performance Metrics ◽  
Service Providers ◽  
Credit Unions ◽  
Credit Union ◽  
Fixed Effect ◽  
Capital Adequacy ◽  
Management Service ◽  
Content Type

PurposeThe purpose of this paper is to identify the factors that affect the Canadian credit unions' financial performance which play an important role in providing financial services to the agriculture sector.Design/methodology/approachWe surveyed the literature to identify different performance metrics of credit unions and a set of possible factors that might affect their performance. We collected data related to different dependent and independent variables from financial statements and balance sheets of 189 credit unions and from general websites like Statistics Canada and Bank of Canada. Then, we imputed the missing data and developed fixed effect and random effect panel data regression models. First, we used return on asset as the main dependent variable. Afterwards, we used six performance metrics to check the robustness of our models.FindingsFrom an initial list of 16 possible factors that might affect the financial performance of a credit union, we were able to narrow the factors down to the nine most significant ones. It was observed that credit unions in the prairies were more likely to perform well financially as compared to other provinces. Membership size, the size of a credit union in terms of total assets, capital adequacy ratio, market penetration, diversification of income, inflation rate and provincial GDP and interest rates were significant. The cross-sectional analysis performed confirmed the findings of the fixed effect panel data models.Research limitations/implicationsThis study has a limitation concerning the number of years included into the time series analysis. Only ten years worth of data were available.Practical implicationsResults provide credit union management, service providers for credit unions and market analysts with a current understanding of how different internal and external factors might affect return on assets, return on equity, delinquency, cash ratio, efficiency ratio, asset growth and loan growth. Our models can be used to predict financial performance of credit unions based on the defined significant variables.Originality/valueAlthough there is a wide body of literature that studies performance of banks, not many studies focus on credit unions. Moreover, the existing studies are based on credit unions in United States or Europe, and literature on Canadian credit unions is scarce. The data collected covered 189 Canadian credit unions. To our knowledge this is the first study that looks at the various internal, external and regulatory factors together that affect the credit unions in various jurisdictions of Canada.

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